ISP Helpdesk Manager

at  Reflex Solutions Pty Ltd

ABOUT REFLEX

Established in South Africa 23 years ago, Reflex Solutions has quickly grown into a reputable ICT solutions provider with a proven track record of renowned ICT solutions in the retail-sector and a strong FNO partnership network. We boast a team of highly experienced technical professionals, empowering us to deliver quick and high-quality service offerings for building and managing the backbone that propels our customers’ businesses forward. We currently provide ICT solutions to over 500 retail outlets, as well as services to the Property Management, Hospitality, Logistics and Legal sectors.

EDUCATION, EXPERIENCE AND SKILLS:

• Grade 12
• ITIL Qualification(Foundation V3 or v4).
• Relevant Management certification.
• A minimum of 5 years of experience in a technical support role, with at least 2 years in a managerial or supervisory position, preferably in an ISP or telecommunications environment
• Proven experience in managing technical support teams, preferably in the ISP or telecommunications industry.
• In-depth understanding of networking concepts, internet protocols, and ISP operations.
• Strong problem-solving skills and the ability to make informed decisions under pressure.
• Excellent communication skills, both written and verbal.
• Proficiency in using helpdesk ticketing systems, network monitoring tools, and customer relationship management software.
• Leadership and team-building skills.
• Strong analytical and troubleshooting skills.
• Customer-focused and service-oriented mindset.
• Ability to prioritize tasks and manage time effectively.
• Adaptability to changing technologies and environments.
• Strong commitment to quality and continuous improvement
• A responsible individual who adopts a result drive approach.
• Ability to work well under pressure and meet tight deadlines.
• A Valid code EB or equivalent driver’s license and 100% reliable transport.

The role of the ISP Manager is to oversee the daily operations of the ISP Helpdesk team, ensuring that customer support is delivered efficiently and effectively. The manager will oversee a team of technical support professionals to provide 24/7 support to clients, based in South Africa and United States of America. The primary focus of this role is to maintain a high level of customer satisfaction by promptly addressing technical issues, coordinating resources, and ensuring effective communication between teams and customers. The ISP Manager needs to be fully independent in this role, and fully accountable for the success of the desk.

Key duties and responsibilities:

• Team Management
• Lead, mentor, and manage a team of ISP Helpdesk Support Agents.
• Develop and maintain team schedules to ensure 24/7 coverage, including shift assignments and on-call rotations.
• Oversee the hiring, training, development, and performance evaluations of staff.
• Provide guidance, training, and performance feedback to team members.
• Foster a collaborative and positive work environment that promotes teamwork and knowledge sharing.
• Customer Support
• Completely own and Build strong relationships with our direct Fibre Network operators (As customers) and our partner business in the united states of America, ensuring regular meetings and engagements with them.
• Ensure that customer issues are resolved promptly and effectively.
• Handle escalated customer complaints and provide solutions.
• Oversee the management of major incidents, ensuring timely communication and resolution.
• Technical Support
• Oversee the resolution of technical issues reported by customers via various communication channels, including phone, email, and chat.
• Prioritise and delegate support tickets based on severity and complexity.
• Monitor the team’s response times, resolution rates, and customer satisfaction levels.
• Escalate critical issues to appropriate teams and stakeholders when necessary.
• Maintain a high level of technical knowledge regarding ISP services, equipment, and troubleshooting techniques.
• Process Improvement
• Develop, evaluate, improve and implement support policies, processes and practices to improve efficiency and customer satisfaction.
• Identify recurring issues and collaborate with technical teams to implement permanent solutions.
• Collect and analyze customer feedback to identify areas for improvement in service delivery.
• Contribute to the development of knowledge base articles, FAQs, and self-help resources.
• Drive the continuous improvement and effective use of systems as they were developed for contributing towards successful customer satisfaction.
• Identify key technologies and platforms that can be used to bolster efficiencies and customer satisfaction levels.
• Reporting and Communication
• Generate regular reports on helpdesk performance, highlighting key metrics, trends, and areas for improvement.
• Monitor and report on helpdesk performance metrics, including response times, resolution rates, and customer satisfaction.
• Communicate effectively with internal teams, including technical teams, and management, to provide updates on major incidents and resolutions.
• Quality Assurance
• Implement quality assurance measures to ensure consistent and accurate support delivery.
• Conduct regular quality assurance checks to ensure high standards of service.
• Conduct periodic reviews of support interactions to ensure adherence to company standards and procedures.